Reply To: Department Web Hosting SLA

This draft of the SLA states that departmental/local IT will be the first line of support. Will there be any Operating Level Agreements (OLAs) between the centralized provider and local IT to support the customer? If a customer is going to rely on this agreement, then the central provider and the departmental IT group need to be in sync in terms of support. How will this agreement be structured for customers without departmental IT expertise for this service?

This also applies to other centrally provided services where the centralized provider’s SLA relies on departmental IT for any kind of triage or support. There needs to be an OLA in place defining how these groups work together in support of the SLA.

• This reply was modified 8 years, 5 months ago by tbui.